Decline in Bolt's Service

I use the Bolt App for transportation everyday. I am very dissatisfied with the service I have received in the last two days. On Wednesday afternoon I requested my return trip from work. I cancelled the trip because the driver was not moving towards me. My bank reflects that I was charged for twice, when I had only taken one (return) trip. When I reported it to Bolt their response was that it is a temporary holding fee that will reflect back in my account within 14 -30 days. Usually any fee that gets taken is corrected immediately. On Thursday afternoon I had a very similar situation. I requested a trip from work to home (return trip). On the app it asks if you would like to stipulate a pick up note (instructions) and I gave the specific location. The driver messaged me saying "ok". Then he sent me a message saying " I am here" but it was not near my pick up point. I tried calling several times with no response. I then saw on the app that he was driving away. At this point, again I cancelled the trip, stating reason being " I am not in the car". I had to request again and once again I was charged twice for one trip. When getting in touch with Bolt they denied charging me twice, even though on both occasions I had sent them proof from my bank. When I contacted them for the fourth time, they again gave me the story of the supposed temporary holding fee, stating that it will take 14-30days to reflect. Firstly my issue is with the drivers of Bolt who do not follow pick up instructions and then desert their customers. The second issue is with the administration of Bolt soliciting customers money that does not legally belong to them and not correcting it immediately as usually is the case. I think they are holding onto customers money to earn interest.